How To Handle a Lost Child At Your Business

Children get lost every day. So, chances are that eventually it will happen at your business or event. Here’s some tips to help train your staff to handle a lost child and how to deal with parents missing their child:

If you find a lost child:

1. Get involved if you see a child who appears to be lost, approach them and ask if you can help them find their parents.

2. Wait with the child until help arrives.

3. Comfort the child but avoid physically touching him or her. Offer to call their parents or to help find them.

4. Ask the child if he or she knows the location his or her parent/guardian. Ask if they have a cell phone number of their parents or another friend.

5. Give the child something to do that will help them take their mind off their missing parents (coloring or reading book, pens and paper, TV or a video or cartoon).

6. Remain in the immediate location, and do not take the child elsewhere. Do not place the child in your vehicle and drive to a different location to seek help.

7. Alert mall security and or police to report the child is found.

8. Do not let anyone remove the child without proving they are the child’s guardian with a photo ID (take a copy) and confirm with the child that the person is their parent or guardian.

Child found at mallParents reporting a lost child:

1. If a parents reports a lost child, immediately ask your staff to help find them within your establishment. Quickly check any dangerous areas of your workplace (near appliances, a pool, sauna, roof or height access).

2. Keep the parent calm and let them know the steps you have in place to help them locate their child.

3. Ask the parents to provide a recent photo or description of what the child looks like and/or what they are wearing.

3. Contact local security and the local police with the description as soon as possible.

4. Ask the parent if the child has a cell phone and/or if they have the phone accessible through find my phone technology. Ask if they had a plan with the child on where to regroup at your location.

5. Suggest the parent or a contact go to their car and monitor it as the child may try to return to the car.  Alert your garage security to be on watch for them.

6. See if you can network with other shops or neighbors who can help find the child or look within their premises.

South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.

5 Tips to Handle Heated Crowds Better Than United Airlines

conflict without violence

More and more we are seeing confrontations at businesses, malls, in traffic, and on the streets. Often the key in handling them without hurting your company reputation is to listen— particularly to your customers. Imagine if United Airlines had listened to the first person who asked them to not eject a customer from their flight. The situation could have been handled so much better by acknowledging they had a point and finding another solution. Here are a few steps your company can take to make sure that your team does better.

  1. Stop and listen to your customer and the public’s concerns.
  2. Find another alternative and seek a win-win solution.
  3. Sometimes an objective observer can find a better solution. In the case of United Airlines and the person they ejected from their seat, it would have been better to explain their crew shortage honestly and offer more money for a ticket.
  4. Offer empathy. Listen to the complaint and repeat it back to them in an empathetic and understanding way. As you do so, actually pretend it was you or someone you care about with the complaint and you will likely find a solution that addresses their concerns. Most times we just want to feel heard.
  5. Teach your staff when to contact a manager especially if something is escalating at your property.
  6. Give your staff the authority to solve problems on the front line and make company policy clear on when it’s okay to be physical (imminent danger) or not.
  7. Express your concerns so that onlookers can hear and understand your issues and observer your company being professional, reasonable and helpful. If they only hear from the person complaining your company looks like the problem.
  8. Always try to resolve issues verbally and be friendly and professional-never physically.
  9. Respectful conversation trumps aggression every time. It calms everyone and the company looks better.

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South Bay Security is the local security authority of the South Bay providing patrolling, security and safety programs for residents and businesses in cities from El Segundo to Long Beach. They specialize in protecting their clients’ properties, while upholding the respect and dignity of their clients and their employees, as well as the public.  For more information on their mobile security or full service, contact them at 310-539-3505 or by email. Set up a time to review your security needs and address concerns. South Bay Security is located in the Rolling Hills Plaza where they also provide the security, as well as at many other South Bay locations. Visit their website at: southbaysecurity.com.